IP Agent (dual mode) audio problem

[bostong3]

I have an IP Agent, working in dual mode from his home office, that has been reporting that he can't hear callers for the last couple days. It doesn't happen on every call and no other agents are experiencing this issue, leading me to believe the prob is not on my out going trunks.

He says that nothing in his environment (pc/phone/headset) etc has changed and he can use his phone just fine w/o IP Agent.

I'm relatively new to the IP Agent thing, so any help would be greatly appreciated!

thx

 

[simreal]

He may be experiencing latency. It's possible there are bad DSP's but unlikely.

One thing I would have him do is when he recieves a call where he doesn't have audio is place the call on hold for 10-15 seconds. Pick up the call again and see if he has audio. He may have to do this a couple times.

It would be best to test this when he is experiencing the issue frequently. I would even suggest placing as many test calls to his extension as possible to replicate the problem and then run through the steps I stated.

If placing the call on hold then picking it back up works then you may have a bad MediaProcessor.

Another thing I would do while placing test calls is status his station each time he gets a failure and record the CLAN, MedPro Board, and Connected Port for each call. Sometimes you can associate a specific board to all of the failures and isolate the problem that way.

I would discount the possability of bad hardware just because nobody else has complained.

I have seen scinarios where useres failed to report issues like this because they liked not having to handle the call.